Measuring Service Quality: A Reexamination and Extension
The authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions. A...
Publications
4 shownThe Effectiveness of Customer Participation in New Product Development: A Meta-Analysis
Although the returns of customer participation on new product development (NPD) performance can vary substantially, the current literature lacks a systematic conceptual and empi...
SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
The authors respond to concerns raised by Parasuraman, Zeithaml, and Berry (1994) about the relative efficacy of performance-based and perceptions-minus-expectations measures of...
Frequent Co-Authors
Researcher Info
- h-index
- 4
- Publications
- 4
- Citations
- 15,291
- Institution
- Illinois State University
External Links
Identifiers
- ORCID
- 0000-0003-1503-6682
Impact Metrics
h-index
4
h-index: Number of publications with at least h citations each.